Obelink
Obelink makes the joy of camping measurable, from the shop floor to customer service
Obelink serves camping enthusiasts all over Europe, from the largest camping store on the continent and seven webshops. Together we measure how customers experience their purchase and customer service, and where it can be better.
The challenge
Giving campers all over Europe the same service and the same ease, in the megastore, in seven webshops and at customer service.
Project
Customer feedback
Client
Solution
Ongoing feedback on purchases and customer service in seven languages, asking what caused each score
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Feedback at the moment that counts, in the customer's own language
Customers receive an invitation after a purchase or after contacting customer service. The questionnaire is short: a score, an open explanation and a question about how much effort the contact took. What we ask next depends on the score, so a happy customer gets different questions from an unhappy one, in each of the seven languages.
After a customer service contact, we ask what caused the score. Customers only see the possible causes that fit their situation, so they can point to the reason in one click. That way every score comes in with its reason.
Every team sees its own part of the customer journey
Every team has its own dashboard. The store, the webshop, customer service and management each look at their own part of the customer journey, so nobody has to dig through figures that have nothing to do with their work.
Reports reach the people who do not look at the dashboards themselves automatically. Every week each process sees its own scores and the causes behind them, and every month the picture per country comes in. Nobody has to ask for it.
Because the scores come in per process and per country, a falling score can be traced straight back to one country or one step in the customer journey. A team can act on it that same week.
Measure continuously, improve where it counts
Customer feedback now has a fixed rhythm at Obelink. The scores come in without anyone having to lift a finger, and they reach the team that can change something. Together with Obelink, we keep looking at which insights to add next.
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With every score we also see what caused it. So when we talk to our teams, it is about a concrete cause rather than an average.
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Obelink wanted to know the reason behind every score. That turns the conversation in the store and at customer service into one about something you can change.
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Please fill out our form or contact Taco van der Pompe for any questions or further information.
